Inbound Call Center Manager Resume

INBOUND CALL CENTER MANAGER
Banking / Telecommunications/ Insurance
Extensive inbound call center management experience for major external client organizations across financial, telecommunications and insurance industries. Possess strong team leadership, motivational, and coaching skills. Technically astute with experience in telephony systems technology.  Maintain a consultative coaching style and extensive interviewing and hiring experience. Establish performance goals to meet efficiency levels, sales targets, and QA standards. Core competencies include:
► Building a team that effectively supports client programs, products and services.
► Hiring, training, developing, motivating, coaching, evaluating and retaining staff.
► Maintaining service, talk/wrap time, data, and client / consumer satisfaction levels. 

PROFESSIONAL EXPERIENCE
Company, Town, XX                      Date – Present 
Inbound Call Center Manager  
• Direct inbound call center operations with 400+ agents to support B2B and B2C clients that primarily included banking (merchant credit cards) and telecommunications (fiber optic).
• Implemented a telemarketing and sales program to ensure service excellence.
• Create strategies to consistently meet and exceed service expectations.
• Facilitated ongoing training programs to reduce employee retention rates.
• Define and monitor quality, customer satisfaction, performance metrics and costs.
Company, Town, XX                      Date – Date 
Call Center Supervisor
• Rolled out an effective monitoring and coaching program.
• Developed and administered agent incentive plans to drive performance excellence.
• Sustained a work environment that motivated and rewarded individual efforts.
• Established and achieved service level and quality objectives.
• Negotiated and maintained service level agreements (SLA) with all business units.
• Determined response times and quality goals in alignment with requirements.
Company, Town, XX                      Date – Present 
Call Center Supervisor 
• Oversaw the implementation of new businesses, programs and services within a large inbound call center for several major clients throughout the insurance industry.
• Interviewed, hired, managed and developed 225 call center agents.
• Monitored QA, productivity levels, and turnaround times with measurable results.
• Handled leads and plans and structured staff schedules / work assignments.
• Performed audits, maintain databases, and generate tracking reports.
EDUCATION
College, Town, XX 
Degree Name, Major, Date
COMPUTER SKILLS
MS Word, Excel and PowerPoint; proprietary call center systems.

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